Refund policy

Returns and Refunds: Procedure and Policy

Leaks and/or Lost Product

All gear supplied by CanKeg must be tested thoroughly before use and maintained correctly over time. CanKeg is not responsible for lost beer, beverages, liquid, gas or other consumables caused by leaks or faulty items. It is the job of the installer to thoroughly check hose joins, taps, seals, chillers and all other corresponding gear before leaving the system unattended or under pressure. All beer systems require maintenance and require periodic seal replacements etc. It is the user's ongoing role to make sure all fittings and fixtures are working correctly and maintain a good seal. If these checks have not been done properly and you are unsure whether everything is airtight, then please do not leave the equipment unattended or under pressure.

1.0 - Return for Refund - 30 Day Money Back Guarantee - Non-Defective Items

If you return the product to us because you have incorrectly purchased or simply did not need the product you can send it back to CanKeg for a refund, less shipping. Normal processing times for these are 2 business days from receipt during normal periods.

The terms of this include:

1.1 The product must be returned in new, saleable condition and must not be used or abused. Also, it must be in its original packaging/unopened to be accepted;
1.2 The customer must pay the cost of the postage back to us;
1.3 The customer accepts that the original cost of postage has been spend and is non-refundable as it is not recoverable;
1.4 Returns cannot be accepted for consumables due to their inherent perishable nature. This applies to grain, hops, yeast and other ingredients that cannot be resold upon being returned.

If any of the above are not satisfied, CanKeg reserves the right to not accept the return and return the items back to the customer or negotiate a partial refund (restocking fee).

2.0 - Faulty Product or Product not as Described.

In the event you have received an order from CanKeg and it is not how it should be due to damage, poor quality, poor craftsmanship or otherwise, please contact CanKeg through the official channels (email or phone) to make us aware as soon as possible.

Claims for the above will be handled in the following manners:

2.1 - Claims of faults within The First 7 Days

If a fault in the product has been identified within 7 days of receiving the goods and CanKeg is made aware, the customer will be given the option to return to CanKeg for a full refund on the product(s) excluding freight.

2.2 - Damage in transit within The First 7 Days

If an item is damaged in transit, CanKeg must be made aware within the first 7 days of receiving the goods, the customer will be given the option to return to CanKeg for a full refund on the product(s) excluding freight or accept partial compensation at CanKegs discretion. This applies to both wholesale account holders and normal retail customers.

2.3 - Sending Replacement Parts

If the issue can be resolved by sending out replacement parts for the customer to resolve remotely, CanKeg would normally prefer this and offer this as an option.

2.4 - Keep as-is at a Discount

If the customer is happy to keep the product as is the CanKeg will offer the customer a discount to keep the goods. This amount calculated is normally calculated with reference to the costs and losses associated in returning the item and what will adequately resolve the situation to the customers satisfaction.

2.5 - Returns After 7 Days

If the fault in the product has been identified after 7 days, the product will need to be returned to CanKeg Distribution for assessment. CanKeg will assess the product in two business days (48 hours) for minor or major faults and will at their discretion make a decision to either repair, refund or replace the product if a minor fault is found. Major faults will be handled slightly differently on a case-by-case basis. If no fault can be replicated or identified, CanKeg will proceed under section 5.4.

2.6 Refunds / Replacements

Refunds or replacements will only be issued once goods have been returned and received by our warehouse and assessed to be non-repairable. We cannot refund goods/or send replacement goods until the product being refunded/replaced has been received by our warehouse in good order.

Please note, if you persist and use a perishable or item after the defect becomes apparent, you waive your rights under these terms and conditions and accept the items as they are. We cannot return for either refund or replacement such items, including but not limited to hardware and consumables, such as grain (e.g not milled or measured correctly).

2.7 Pickups / Postage If the item was picked up from CanKeg then to get a return the goods need to be dropped back off to CanKeg.

Warranty and service needs to be delivered in the same manner as the order it was purchased on. I.e. if you have an item that was collected from us via customer pickup, you need to bring the item back as we cannot offer postage to facilitate the return. If you originally had it posted to you, we can make arrangements for it to be posted/couriered back.

In the event we will need to get it posted back, we will take care of the delivery costs and bookings, but will require the customer to adequately package the item and for small items drop them in a post box or at the Australia Post office.

Please package all items to be returned as best as possible. If there is damage to items due to poor packaging, this will not be borne by CanKeg.

3.0 Missing or incorrect items from your order.

In the event that your order is missing items or incorrect items, CanKeg requires written notification (via email) within 7 days of the order being received. Photographic evidence of incorrect item / shipping labels and marked picking slip may be required. Further to this we always conduct a forensic review of our picking and packing CCTV footage to verify any and all claims of missing and incorrect items packed.
Please ensure that your order is checked as soon as it is received as CanKeg will not be able to replace missing goods if the notification period has passed.

Items will be sent via the same shipping method as what was paid for on the invoice. e.g. If there are missing items from a pick up order, we will put the correct items into a pick up locker for a secondary collection.

4.0 - Warranty Claims & Procedure

Prerequisites

This warranty is available to the first end user for equipment purchased from CanKeg. Equipment resold without such authorization will not be covered under this warranty.

All equipment must be properly installed by a professional installer according to guidelines found in the product manuals. In case of more equipment related information needed during the installation, the installation party needs to contact CanKeg. Approved usage conditions for operation must be provided as required in the product manuals (including but not limited to ambient conditions, dedicated power circuit and required clearance). All equipment must be maintained and cleaned regularly as specified in the product manual. In case of equipment failure customers must contact CanKeg for a repair authorization number before any repairs are made. Warranty claim form must be completed in full and submitted to CanKeg within 1 month of the repair. Furthermore, pictures must be submitted with warranty claim form where applicable. The claim can be denied and/or suspended without picture(s) of the issue. Some products which are not made by CanKeg are warranted by their respective manufacturer; therefore, this Limited Warranty does not apply to such products.

CanKeg products will be free of defects in material and workmanship, under typical use and regular service. Unless otherwise specified, the warranty period will be 1 year from the date of sale. We are not responsible for parts or products damaged from mistreatment, disregard, revision, accident, unauthorized service, mishandling, or any damage caused by transportation, and normal wear and tear. If any defect is discovered during the warranty period, the purchaser must notify CanKeg and make a warranty claim. CanKeg has the option of repairing the product, hiring a third party to repair the product, or shipping the product to the supplier for repair or replacement. If CanKeg decides to ship the product, the product will be shipped by ground (LTL) at CanKeg’s expense. There will be no expedited shipping at CanKeg’s cost. If CanKeg deems that shipping the product to CanKeg is necessary then we will issue a return goods number (RGN), which must be placed on the product when returned. (Does not cover CanKeg Refrigeration units which are covered under CanKeg refrigeration limited warranty).

This warranty is available to the first end user for equipment purchased from CanKeg. Equipment resold without such authorization will not be covered under this warranty.

4.1 - Warranty Period

The standard warranty period is a default twelve (12) months unless otherwise specifically listed in the item description. This is offered by CanKeg as a retailer and is not a guarantee under Canadian law. The normal and standard guarantees exist under Canadian law as they exist under the CCPSA and common law and CanKeg have no intention of excluding them.

4.2 - How to Lodge a Warranty Claim

To lodge a warranty claim with a CanKeg purchase from our website www.cankeg.com please send all relevant information plus your order number through to info@cankeg.com

All phone call warranty claims must be backed up by a written email. CanKeg does not conduct warranty claims via our staff's personal email, mobile telephone or other means of social media. All must be through our warranty claims department via email info@cankeg.com

4.3 - Warranty Coverage

For warranty claims coverable by CanKeg, we will cover any and all costs associated with the process of returning and redelivering the item after successful repair to the claimant. We reserve the right to replace, repair or refund for the item at our own discretion for minor defects, pursuant to the Canada Consumer Protection Act. If a warranty-covered fault/defect is found, all costs associated with the repair/refund/replacement, including freight both ways, will be absorbed by CanKeg.
Standard warranty does not extend to products purchased and used for on-selling and hiring out to third parties. Please note too, consumer guarantees as they appear in the CCPSA are further limited in instances of on-selling and hiring out.
Warranty on ingredients/perishables/consumables extends only to faults in packaging and product condition. Warranty cannot be claimed with dissatisfaction from the results of using the product. I.e. if you don't like the beer you made with it.
Warranty from CanKeg does not apply to items taken abroad and used outside of Canada; any parts or services needed under warranty in such instances must have all shipping organized and funded by the claimant.
Modifications causing defect void warranty to the extent that the modification caused or potentially contributed to the defect, as determined by CanKeg. Modification to items will also limit the forms of remedy we will be able to provide at our discretion (i.e. we cannot offer complete replacement of items that have been modified or damaged altered by the user.
Warranty attaches to the items themselves only. CanKeg will not be liable for loss to ingredients and perishables that may result from a warranty-covered defect, such as a loss of a brew.
Warranty does not cover loss of compressed gas or fluid due to the user's failure to check their system for leaks. CanKeg provides hardware that becomes the user's responsibility to ensure it has been installed appropriately for the application.
Warranty naturally does not cover defect, damage or failure due to fatigue or wear and tear. Unreasonably strenuous or extended usage in situations not conceived by CanKeg when offering the warranty may not be covered if in all the circumstances it would be considered unreasonable to the fair-minded person

4.4 - Warranty Exclusions and Disclaimers

Items sought to be repaired/replaced under warranty must be returned to CanKeg in the same manner as they were originally delivered. Customer pickup orders must be dropped off in-person to our warehouse and we will not make arrangements instead to have it shipped.
Items shipped must have suitable packaging to protect from potential damage in transit back to CanKeg.

If the item:

turns out to not be faulty upon thorough testing by our technicians. e.g. Cannot be replicated;
tests as working fine; or
the issue with the item turns out to be user error

We will naturally need to pass on the costs of freight (to and from) and sometimes labor originally incurred by us to the claimant.

5.0 - Benchy Carbon (KL18210) Limited Warranty

DO NOT LET THE UNIT FREEZE WITH LIQUID INSIDE OR WARRANTY IS VOID

CanKeg is not in the business of building custom kegerators or portable beer solutions, we simply sell you the parts to attempt to build whatever you like. We provide videos on YouTube to inspire and educate but any project you undertake is your own responsibility. In fact we would recommend that you don’t try this at home!

5.1 - Warranty is voided under the following circumstances:

Any evidence of modification. The unit must remain sealed in the case and only opened at a qualified service center. With the exception of easy to remove replacement parts. This does not include the chiller, the compressor or the radiator or any part that is welded.
Any evidence of damage due to getting dropped or smashed (eg. If you have the unit strapped to the back of your truck and then back into a tree)
In no way can the unit be subjected to temperatures below 0 degrees Celsius, especially if there is any liquid remaining in the counterflow chiller. That would crack the chiller and require a complete replacement.

The Benchy unit is produced by KegLand in Australia and is subject to their warranty policies.

They require a photo or video showing the barcode on the back of the unit.
Simple repairs will be done here at our warehouse but issues that we are unable to resolve will have to be sent to the supplier.

6.0 - Pre-Ordering, Backordering & Deposits

As a blanket rule, we do not allow any form or pre-orders or back-orders for out of stock/not yet stocked products. This is simply not possible due to warehouse, capital, stock management system and stocking reasons.

There is a limited exception for special order items we have on the website (uncommon items and bulk amounts):

Some items require special ordering and/or a pre-payment to reserve stock.
Pre-payments made for the purpose of special ordering or holding are non-refundable and the depositor forfeits this payment in the event of a change of mind. The payment taken is to cover our costs should the purchaser unfairly cancel after effort has been made to manufacture/ship/warehouse/organise large/expensive items.
We are willing to hold items for a maximum of one month (30 days) from the date of either:

the date the deposit was made to reserve an in-stock item; or
the date specially ordered stock arrives at our Canadian warehouse and is ready to despatch.

7.0 - Stock Levels, Pricing and BNPL

7.1 - Incorrect Stock Availability

In the event that an item is accidentally oversold (IE customer has purchased an item(s) that has displayed as 'in stock' but is not in reality in stock). The customer will be contacted as soon as CanKeg becomes aware of the issue. Customers will be given the following options to choose from:

Refund on the relevant item and send the remainder of the order;
Cancel the whole order and refund in its entirety; or
Hold the entire order until the item is back in stock (only if the restock date is within 14 days).

We cannot backorder the out of a stock item and send the rest in a separate consignment unless additional postage is paid by the customer.

7.2 - Incorrect Postage Quotations & Pricing

Postage quotations through the CanKeg website and generated automatically. While we do our best to test them to their limits to ensure they produce accurate and repeatable quotations in each instance, there will be rare instances where postage estimations are plainly incorrect and do not reflect the true amount. This is because they are not human-generated when through the website.

CanKeg reserve the right to provide partial refunds in the event postage is less than quoted and/or charged and reserve the right to seek additional monies in the event postage is grossly underquoted and/or undercharged by the website. If no amicable solution can be agreed upon by both parties in such an event, CanKeg as a last resort reserves the right to cancel and refund the order.

Please note, any postage quotations through the website are calculated as being sent as cartons (individual boxes). Should the customer want larger orders palletized and/or sent through an alternative carrier more apt to dealing with pallets, they need to select the 'request a shipping quote' option.

7.4 – Redelivery Fees for Residential Freight Finders*

CanKeg is no longer able to absorb the cost of futile deliveries made to residential addresses. All fees are calculated by our shipping providers that take the destination, size and weight of your order into consideration. We are unable to pre-determine the exact fee that would be incurred as shipping rates fluctuate daily. Therefore it will be calculated on a case by case basis.
Failure to pay these fees within 24 hours will result in your order being marked “Return To Sender” by Direct Freight where these fees will be deducted from your total refund.
We strongly encourage deliveries to business addresses that can accept delivery between 9am and 5pm Monday to Friday. Or if you live remotely, Authority to Leave.